I have included a letter I sent to Farrell Heyworth here to request a refund as the service we recieved was awful. I agree with all the negative reviews of which there are many and only wish I found this forum before I started to deal with them. They are a complete joke and have wasted a month of my time and to date have not refunded any money we paid them for this privaledge. It is also worth a note to anyone that fancies renting 54 New Lane in Aughton Nr Ormskirk that the landlord is a complete crank who is happy his house is in bad repair and knows that there are 100's of people looking to rent so therefore does not care about the state of the place or the tenant he ends up with AVOID AT ALL COSTS.
It is with dismay I write this letter to you to detail my experience of dealing with your company.
I approached your Ormskirk office as I wanted to rent a property in Aughton namely 54 New Rd. I was told by the staff that a previous couple had already taken your forms and that if I wanted the property I should come there and then to sign up the paperwork and pay £165 so that you can assess if I am a suitable tenant.
Once at the office I filled out the relevant forms and paid my money. I was advised by Anita that it would probably take a week or so to organise and that we should look to move in shortly after that. I had requested a second viewing so that my girlfriend could also have a look. I was promised a phone call back to arrange a suitable time. No phone call ever came. I placed several calls to the office in Ormskirk explaining that I live a good distance away on the Wirral and my girlfriend was from Barrowford also a fair distance away but that we would be available all week for any evening and at the weekend. Again no phone calls back, in fact one member of staff even said that they had ¢â‚¬Å“moved on¢â‚¬Â to the next client now as I was already in the system. After approximately 10 days I spoke again to Anita who gave me the number of your Liverpool office and put me in touch with Gaynor as she would now be dealing with our application.
Gaynor explained that after all this time they still hadn't received any paperwork regarding our application from the Ormskirk office, it simply hadn't been sent to them. The next day I was then told that you had found the paperwork in Ormskirk and would send it recorded delivery so that you could start to process it. At this stage I had already begun to organise interviews of prospective tenants for my property on the Wirral and had found a couple who potentially wanted to move as soon as possible. I had also organised a team of decorators and a joiner to commence work on the property to make it liveable. As you are aware there is a hole in the wall in the living room, the carpets are in need of cleaning, the living area downstairs needs the pipes from the gas meter that have recently been installed boxing in rather than being left raw on the walls and the bathroom upstairs needs the side of the bath putting right. The kitchen also needs a cooker, which we are unable to source until we have measured the space to put on in. All improvements to the property to be paid by myself.
Finally last night 17thAugust Gaynor told me she had managed to get hold of the landlord after over a week of trying and that he would meet me at the property at 7.30. This is a round trip of over 150 miles for us. We set off and my girlfriend and her father were running a little late as they don't know the area and sat nav had taken them to the wrong place. I discussed the work needing doing to the house with Terry who's attitude was its sold as seen and I was not to consider my improvements to be a favour as he could rent the house to anyone and there were hundreds of people ready to move in as it is. I was not able to organise my workers to come and do anything to the house until the day I moved in and had started to pay rent and that he would get the gas certification over to you when his mate had had chance to come and sort it for him in the next few days. I tried to explain that it was frustrating as we could have had all of this done by now had he and yourselves provided the correct paperwork to the relevant people in good time and would it be possible to get some keys after paying the deposit and finishing the paperwork to have the work done before we moved in.
After being in the property less than 10 minutes to point out the work I was to carry out he said and I quote ¢â‚¬Å“I have met pricks like you before, I have met millions of them¢â‚¬Â and that I could take the house or leave it. This was his closing gambit as he left the property and told me that he had put himself out to come and show us round, he would not wait for my girlfriend to arrive and drove off leaving me stunned stood outside the property. I find it hard to believe that anybody would live in the property as it is, but understand the demand for rentals is that high that this may be the case.
As I am sure you will appreciate after my experience I am requesting a refund of the monies paid to you on the grounds that your office did not do as it was supposed to in the time frame promised, never called back when your staff including yourself had promised, and the landlord we were introduced to is not someone that is in any way suitable. I accept the apology you made for the situation this morning and appreciate that not every deal runs smoothly, I just ask for your help and support to obtain the refund. Please also bear in mind the month of my time this situation has wasted and the expense of taking time out of work to view the property and 250 miles round trip we made the day the landlord abused me when deciding on whether to refund us your fee.
What agent could do to change your mind?
They could act professionally, vet their landlords, return calls when promised and in general run a business instead of the farce I was subjected to.